> Assessment > Customer Service Survey > 2009 Customer Service Survey

Invitations to participate in the 2009 Mountain State University Customer Service Survey were sent out via email to 3,523 students in January 2009.  The survey was open for 40 days to give each student time to complete the survey.  This survey was a Web based survey with 1,045 students responding for a 30% response rate. 

The survey was completed in March 2009 to measure the level of satisfaction students have for the service provided by various departments within the University.  The responses for this survey were based on the Likert scale that was used to measure attitudes, preferences, and subjective reactions.  The results of this survey are broken down by each department for easy review and are being reported based on the selections the students made for each area. If the student selected more than one category in a particular area, the results are reflected in each category selected.

The 2009 Customer Service Survey Data link also contains the students overall rating of the service provided to them at Mountain State University (MSU).  When asked "Overall, were you satisfied with your most recent contact with MSU?", 91% responded YES and 9% responded NO. This was the same level of satisfaction as the 2007 respondents who were satisfied with their most recent contact with MSU. The comments provided seem to touch all aspects of the University and offer insight into areas for improvement and have been provided to the executive staff for their review. The results of this survey indicated that there is room for improvement in all six areas surveyed: Advising, Bookstore, Dining Services, Financial Aid, Registration and Student Accounts.  As a result of the 2008 survey, additional training sessions will be set up for employees in each of the six areas.

Please review the following links for the 2008 results: